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Analyzing over 800 critical incidents across six service industries this study finds that responsiveness, courtesy/understanding the customer and communication frequently function as satisfiers driving the occurrence of positive incidents. Lack of competence, credibility and, particularly, reliability function as dissatisfiers driving the occurrence of negative incidents. Two generic dimensions emerge from multiple correspondence analysis: service system versus service people, and customer initiative versus employee initiative. The service system is associated with negative incidents, and service people with positive incidents. Substantial differences between service industries in antecedents of critical incidents emerge. Implications and recommendations for service delivery design and management are offered.

Purchasing practices of 11 Saudi Arabian corporations were analyzed and compared to a similar study of US‐based purchasing managers. Major findings revealed that training is not highly formalized, provided mainly by outside experts and relies on US‐based professional associations such as NAPM and APICS. In terms of coursework, respondents were most likely to take courses in the Basics of Purchasing and Negotiations. Additionally, professional certification through attaining "Certified Purchasing Manager" status was viewed as very desirable. Currently the majority of these purchasing managers were technically educated but expected that a business degree would become more important in the future. Knowledge about quality practices and price/cost issues were more important than electronic commerce. As a group the top trends they forecasted for their profession were comparable to those forecasted by US‐based purchasing managers.

Man has been seeking an ideal existence for a very long time. In this existence, justice, love, and peace are no longer words, but actual experiences. How ever, with the American preemptive invasion and occupation of Afghanistan and Iraq and the subsequent prisoner abuse, such an existence seems to be farther and farther away from reality. The purpose of this work is to stop this dangerous trend by promoting justice, love, and peace through a change of the paradigm that is inconsistent with justice, love, and peace. The strong paradigm that created the strong nation like the U.S. and the strong man like George W. Bush have been the culprit, rather than the contributor, of the above three universal ideals. Thus, rather than justice, love, and peace, the strong paradigm resulted in in justice, hatred, and violence. In order to remove these three and related evils, what the world needs in the beginning of the third millenium is the weak paradigm. Through the acceptance of the latter paradigm, the golden mean or middle paradigm can be formulated, which is a synergy of the weak and the strong paradigm. In order to understand properly the meaning of these paradigms, however, some digression appears necessary.

Investigates urban bias in state policy making in Mexico. Refers to literature claiming that rural poverty in developing nations is a major problem because capitalism reflects an urban bias. Examines social security coverage for the rural poor in Mexico and notes that there are great variations depending on area, suggesting that social security coverage is politically negotiable. Outlines briefly the historical development of Mexico’s welfare state and uses a power resource model to demonstrate how groups with competing interests go about securing benefits from the state. Cites literature on dependency theory, indicating that rural groups have failed to mobilize politically and have therefore not secured the same state resources (such as social security benefits and housing) as urban groups, yet argues that this does not always apply in Mexico, partially due to party politics and bureaucratic paternalism. Explains how data was collected to examine regional variations in social security coverage among the rural poor and how the data was analysed. Reveal that workers in important international export markets (such as cotton and sugar) have greater political leverage in obtaining better social security benefits. Notes also that areas supporting the political party in power obtain better benefits. Concludes, therefore, that rural workers are not powerless in the face of urban capitalism and that urban bias and dependency theories do not reflect the situation in Mexico – rather social security benefits are politically negotiable.

Environmental and Ecological Effects Tourism is also seen as capable of disturbing and destroying environmental and ecological elements (Organisation for Economic Co‐operation and Development 1980). Rural landscapes may be damaged by the construction of new roads, caravan and camping sites, or obtrusive hotels. As pointed out by Hamilton “the price paid by a host community can be the loss of peace and tranquility, the desecration of shrines and artifacts, the death of a traditional culture or changes in the ecological balance” (Hamilton 1973, p. 61).

The purpose of this paper is twofold. First, it wants to elaborate on the relationship between tourist generating areas and destinations per se, the principal objective being to make us better grasp the consequences for a tourist destination inherent in its relative positioning within the geographic confines of the travel hierarchy at large. Second, having identified the various types of destinations (through this spatial hierarchal schema), we will look at a case study — the tourist frontier of New Quebec — a wilderness destination environment with the purpose of arriving at a more accurate account of how such a destination has developed, how its present tourist services function, and how they link up with the region. More particularly, we want to look into the very much debated relationship commercial tourist operations — regional resource utilization — economic linkages between a few isolated, small settlements in an otherwise practically uninhabited and fairly inhospitable tourist region.

Scrip dividend schemes provide shareholders with the option to choose shares instead of a cash dividend. Scrip dividends became popular in South Africa after the introduction of Secondary Tax on Companies (STC) in 1993. Thus far, no guidance on the recognition, measurement or disclosure of scrip dividends has been issued by the South African Institute of Chartered Accountants (SAICA). This article proposes disclosure regarding scrip dividend schemes that will provide relevant information to the users of financial statements. The proposed disclosure is based on the assumption that entities recognise and measure scrip dividends in accordance with the re‐investment method, as opposed to the capitalisation issue method.

This study investigated the investor relations activities on the Internet of companies that are listed on the Johannesburg Securities Exchange (JSE). For this purpose, the home pages of the JSE Top 40 companies were searched and screened for investor relations items. A three‐stage model was used. The results of the study indicate that companies use more advanced features of the Internet for investor relations in comparison with previous studies undertaken in other countries. Most companies in SA appear to be in the second stage of Internet investor relations. The leading companies in SA are ready to enter the third stage of Internet investor relations.

This paper reports on an investigation into the possibility of implementing activity‐based costing and activity‐based management in the Fuel Purchases Department of Eskom. This Department purchases coal from various mines on behalf of ten power stations. The problem is that power stations are charged by the Fuel Purchases Department in accordance with the quantity of coal that is purchased on their behalf and in not accordance with the quantity of work done. Activity‐based costing resolves this problem by using seven cost pools and seven cost drivers to allocate the cost of the Fuel Purchases Department to the power stations. This leads to a more accurate cost allocation and cross‐subsidising between power stations is also eliminated. Activity‐based costing also provides information on activities in the Department. This clears the way for activity‐based management.

Looks at the contemporary debate on US immigration, focusing particularly on the increasing articulation of eugenics. Notes that, at times of economic and moral crisis, biological generalizations tend to resurface to provide support for the existing system of privilege and rights, and that the information superhighway provides the perfect vehicle for rapidly spreading beliefs and information. Addresses three specific issues – the genetically determined traits and behaviours of specific racial groups, culture as an expression of biological characteristics, and immigration destroying the racial purity of American society. Outlines briefly US history of immigration. Airs the current concerns on US immigration – pinpointing that concern lies not in immigration per se., which has declined in the last decade, but in the changing national origin of new immigrants, that is immigrants are now mainly Latin American or Asian, which is seen as a threat to Anglo‐Saxon hegemony. Refers to the work of the Pioneer Fund, exploring human variation through the racial basis of intelligence and propensity to violence and/or crime. Claims that scientific language has been adapted to reinforce worries about immigration reducing the supremacy of America’s culture.